Genesys Cloud FedRAMP region - Predictive Engagement tag

List of the Genesys Cloud FedRAMP region release notes that include the Predictive Engagement release notes tag.

Customer engagement

Introducing the Queue routing performance view
Web tracking API public endpoint

Data, analytics, and reporting

Improved native voice transcription accuracy for Arabic dialects

Workforce engagement

Enhanced employee recognition for improved engagement
Workforce Engagement Management (WEM) activity view in external web environments

Deprecations

Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Employee productivity

Remove users from Collaborate chat rooms

Data, analytics, and reporting

Improved native voice transcription accuracy for Italian

Customer engagement

Skills-based dialing for Preview and Progressive campaigns
Refreshed Predictive Engagement user interface
Configure labels to manage interactions
Maximum number of calls per agent set at the campaign level

Self service and automation

Genesys Dialog Engine Bot Flows in Architect
Genesys Dialog Engine Digital Bot Flows in Architect

Data, analytics, and reporting

Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
Improved native voice transcription accuracy for German

Customer engagement

Predictive engagement new and replaced operators
Increased number of outcomes limit
ACD conferences
Knowledge articles in Messenger
Introducing homescreen configuration for Messenger
Specify queue in scheduled callbacks

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Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.